User guide

General Information Guide
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Features
Interactive Contact Center includes supervisor- and agent-specific features:
• Real-time agent state control
• Real-time path control
• Scheduled path control
• Path control plans
• Enhanced agent shift reporting
Real-time agent state control
Using Interactive Contact Center and Contact Center Client, supervisors can log agents on and
off, move agents from quiet paths into busier paths, and place agents in Make Busy or Do Not
Disturb. Supervisors can control and deploy agents instantaneously to respond to call volumes
and allow agents to take breaks while maintaining coverage for their position.
Using Interactive Contact Center and Contact Center Client, agents can control their call states
from their desktops in Contact Center Client. Agents can log themselves on and off, place
themselves in and remove themselves from Do Not Disturb, and apply Make Busy Reason
Codes. Agents can instantaneously respond to changing call volumes to meet service level
objectives.
Real-time path control
Using Interactive Contact Center and Contact Center Client, supervisors can place paths in
and remove paths from Do Not Disturb in response to changing call volumes and conditions.
Real-time agent group presence control
Mitel Communications Director (MCD) 4.0 SP2 and 4.1 enables agents to be programmed with
a single agent ID that can be associated with multiple agent groups allowing agent presence
to be controlled "on the fly" using a phone set Feature Access Key, soft phone Feature Access
Code, or Interactive Contact Center. Using this enhanced functionality, agents no longer need
to log out and back into the system using a different agent ID in order to change their presence
in agent groups, as was previously required. Agent ACD hot desk prime lines remain in service
while they are logged in as ACD hot desking users, even if they are not present in any of their
associated agent groups and not receiving ACD calls.
When logged into Contact Center Client, agents can dynamically change their presence in any
of the agent groups they are members of using Interactive Contact Center. Optionally,
supervisors can dynamically change the presence of agents in agent groups using Interactive
Contact Center. Agent group presence functionality requires Contact Center Management,
Interactive Contact Center, and the correct telephone system Class of Service settings and
Contact Center Management security settings. If you do not own Interactive Contact Center,
you can view agent presence in Contact Center Client, but you will be unable to dynamically
change agent presence in agent groups.